Customer Experience Technical Representative

At Orion180, we don’t just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry. Orion180 is proud to call three vibrant cities home: Melbourne, Florida (headquarters), Irving, Texas, and Draper, Utah.

About the Role

Join our team as a Customer Experience Technical Representative and become a key player in bridging the gap between technology and customer experience. This role supports Orion180’s proprietary technology platforms, including PryzmIQ (our self-guided home inspection app) and our Automatic Water Valve Turn Off System (AWTOS), while delivering outstanding, white-glove customer experience. You will guide customers through product setup, troubleshoot technical issues, review property inspection data, and ensure accuracy and compliance across all touchpoints. This is a dynamic and fast-paced position where technical aptitude and customer focus go hand-in-hand.

Responsibilities

• Property Review & Inspection
  • Conduct digital quality assurance for self-home inspections: review photos, validate accuracy, and document anomalies.
  • Perform guided home inspections virtually or over the phone, walking customers step-by-step through the process.
  • Provide clear, constructive feedback to improve documentation, workflows, and inspection processes.
• Customer Support & Technical Troubleshooting
  • Assist homeowners and contractors with installation, setup, and usage of PryzmIQ and AWTOS.
  • Walk users through connecting to WiFi, mobile apps, and sensors, ensuring proper function and data transmission.
  • Troubleshoot technical issues (connectivity, alerts, device pairing) and deliver easy-to-follow solutions.
  • Collaborate with internal teams and escalate complex cases when necessary.
• Customer Engagement
  • Make proactive outreach calls to encourage product adoption and ensure customer satisfaction.
  • Communicate professionally via phone, email, and text to address inquiries and follow up on inspections.
  • Deliver a “white-glove” customer experience by keeping interactions clear, positive, and supportive.
• Documentation & Feedback
  • Document calls, findings, and resolutions to support product improvement.
  • Stay up to date on new products, product enhancements, new features, and installation best practices.

Requirements

• Education: High School Diploma or GED required; bachelor's degree preferred.
• Experience:
  • 1 year of experience in a technical support call center, help desk, or field service environment.
  • Experience troubleshooting mobile devices, WiFi connectivity, or IoT/smart home systems.
  • Familiarity with property insurance processes or home inspection is a plus.
• Skills:
  • Excellent written and verbal communication skills.
  • Strong problem-solving ability and technical aptitude.
  • Ability to multitask and adapt in a fast-paced environment.
  • High attention to detail and organizational skills.
• Attributes:
  • Customer-first mindset and ability to deliver empathetic, high-quality service.
  • A proactive, self-driven approach to learning and continuous improvement.
  • Flexibility to work varying shifts onsite to accommodate multiple time zones.

Benefits

• Medical, dental, and vision coverage.
• 401k retirement plan.
• Paid holidays and PTO.
• Competitive base pay and performance bonuses.
• Mentorship, growth tracks, and professional development opportunities.

Schedule

This is an onsite role with a fast-paced and collaborative team culture. The position requires flexibility to work varying shifts to accommodate multiple time zones. An employee must be willing and able to work their regularly assigned work schedule onsite and, in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.

Work Environment

While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (<25 lbs); and using standard office equipment such as computers, printers, and phones. There is an occasional need to bend, twist, or squat down to open/close cabinets and reach for files or other standard office-type objects.